Systems and Methods for Providing Agent Queues

1. A system comprising: memory for storing computer readable instructions and data, the data comprising an agent queue profile that includes global parameters to configure an agent queue for each agent that is assigned to the agent queue profile; a processing unit for accessing the memory and executing the computer readable instructions, the computer readable instructions comprising: an agent queue profile manager programmed to assign a plurality of agents to the agent queue profile to define a corresponding plurality of agent queues for the plurality of agents, wherein a change to a given global parameter of the global parameters of the agent queue profile is propagated to each of the corresponding plurality of agent queues; and a distribution module programmed to control distribution of a transaction to a selected agent queue of the plurality of agent queues based on rules and to control handling of the transaction in the selected agent queue based on the agent queue profile; wherein the agent queue profile further comprises login data that is configured via the agent queue profile manager, to enable automatic login to the selected agent queue in response to logging into a distribution group to which a given agent of the plurality of agents belongs and that is separate from the selected agent queue, wherein another plurality of agents belongs to the distribution group and only the given agent belongs to the selected agent queue.

2. The system of claim 1 , wherein the distribution module is programmed to employ service routing or intelligent routing number (IRN) to route the transaction to the selected agent queue.

3. The system of claim 1 , wherein the agent queue profile comprises an override parameter comprising a programmable caller identifier for a given agent of the plurality of agents that is utilized to identify outgoing calls placed via the selected agent queue as originating from a predetermined location.

4. The system of claim 1 , wherein the agent queue profile comprises an override parameter comprising a direct inward dialing (DID) data, corresponding to an identifier assigned to a given agent of the plurality of agents, to control routing of a DID transaction for the given agent to the selected agent queue based on the DID data.

5. The system of claim 4 , wherein information relating to each DID call that is routed to the selected agent queue is stored as log data in the memory.

6. The system of claim 1 , wherein the agent queue profile further comprises logout data that is configured, via the agent queue profile manager, to control transfer of each pending transaction from the selected agent queue to another queue destination based on the logout data in response to the given agent logging out.

7. The system of claim 1 , wherein the selected agent queue operates as at least two of an intelligent routing number, a service and an automatic distribution group for routing the transaction to a given agent of the plurality of agents.

8. The system of claim 1 , wherein the distribution module is programmed to transfer a pending transaction from another queue to the selected agent queue based on at least one of rules stored in the memory or in response to a user input of a given agent of the plurality of agents.

9. The system of claim 1 , wherein the global parameters of the agent queue profile further comprise overflow data that is programmed to establish at least one overflow destination for sending a pending transaction from a given one of the corresponding plurality of agent queues if an overflow condition exists, the overflow destination comprising at least one of an agent group and another agent queue.

10. The system of claim 1 , wherein the global parameters of the agent queue profile further comprise interflow data that is configured to establish at least one interflow destination for transferring a pending transaction from a given one of the corresponding plurality of agent queues in response to determining that an interflow condition exists, the interflow destination comprising at least one of an intelligent routing number, a service, a device, a script and another agent queue, wherein the interflow condition includes an estimated wait time for the pending transaction.

11. The system of claim 1 , wherein the computer readable instructions further comprise an abandoned call handler programmed to generate a callback for a transaction abandoned by a calling party while in the selected agent queue, the callback being placed as an outgoing call into the selected agent queue based on the agent queue profile.

12. The system of claim 1 , wherein the agent queue profile includes an override parameter associated with a proper subset of the plurality of agents, wherein a change to the override parameter of the agent queue profile is propagated only to the agent queue for each agent of the proper subset of the plurality of agents.

13. A non-transitory computer-readable medium having computer-executable instructions comprising: an agent queue manager programmed to set global parameters of an agent queue profile and to assign a plurality of agents to the agent queue profile to define a corresponding plurality of agent queues, wherein each of the corresponding plurality of agent queues is personal for each given agent of the plurality of agents, wherein a change to a given global parameter of the global parameters of the agent queue profile is propagated to each of the corresponding plurality of agent queues; a distribution module programmed to control routing of a transaction within a contact center, including routing of the transaction to a selected agent queue of the plurality of corresponding plurality of agent queues, based on rules; and an agent queue function programmed to control handling of each transaction that is pending in the selected agent queue based on the global parameters of the agent queue profile, wherein the agent queue profile further comprises login data that is configured, via the agent queue profile manager, to enable automatic login to the selected agent queue in response to logging into a distribution group to which a given agent of the plurality of agents belongs and that is separate from the selected agent queue, wherein another plurality of agents belongs to the distribution group and only the given agent belongs to the selected agent queue.

14. The non-transitory computer readable medium of claim 13 , wherein the computer-executable instructions further comprise a direct inward dialing (DID) redirect function programmed to redirect routing of a DID call, corresponding to an intelligent routing number for a given agent of the plurality of agents, to the selected agent queue based on DID data that is included in an override parameter of the agent queue profile for the given agent, transaction information relating to each DID call that is routed to the selected agent queue being stored as call log data in memory.

15. The non-transitory computer readable medium of claim 13 , wherein the agent queue function further comprises: an agent queue overflow method programmed, in response to determining that an overflow condition exists, to enable at least one additional agent associated with at least one overflow destination to handle a transaction pending in the selected agent queue, the overflow destination comprising at least one of an agent group and another agent queue.

16. The non-transitory computer readable medium of claim 13 , wherein the agent queue function further comprises: an agent queue interflow method programmed, in response to determining that an interflow condition exists, to transfer a pending transaction from the selected agent queue to an interflow destination, the interflow destination comprising at least one of an intelligent routing number, a service, a device, a script and another agent queue, wherein the interflow condition includes an estimated wait time for the pending transaction.

17. A contact center system comprising: a distribution module to control routing of each transaction that enters the contact center system based on rules stored in memory; an agent queue profile that includes global parameters to control handling of each transaction that is placed in a corresponding agent queue, the parameters of the agent queue profile being stored in the memory; an agent queue manager programmed to assign a plurality of agents to the agent queue profile to generate a corresponding plurality of agent queues, wherein each of the corresponding plurality of agents queues is personal to a given agent of the plurality of agents; and an agent queue function programmed to control handling of each transaction that is placed in any of the corresponding plurality of agent queues based on the global parameters of the agent queue profile, wherein a change to a given global parameter of the global parameters of the agent queue profile is propagated to each of the corresponding plurality of agent queues, wherein the agent queue profile further comprises login data that is configured, via the agent queue profile manager, to enable automatic login to a selected agent queue in response to logging into a distribution group to which the given agent of the plurality of agents belongs and that is separate from the selected agent queue, wherein another plurality of agents belongs to the distribution group and only the given agent belongs to the selected agent queue.

18. The system of claim 17 , further comprising an agent device configured to access transactions routed to a selected agent of the plurality of agents or to a given agent queue of the plurality of agent queues generated for the selected agent.

19. The system of claim 17 , further comprising a direct inward dialing (DID) redirect function programmed to redirect routing of a DID call, corresponding to an intelligent routing number for a selected agent of the plurality of agents, to a given agent queue of the plurality of agent queues based on DID data that is part of the agent queue profile for the selected agent, information relating to each DID call that is routed to the given agent queue being stored as log data in the memory.

20. A method for implementing an agent queue in a contact center, the method comprising: distributing a transaction to a selected agent queue of a plurality of agent queues within a contact center; and controlling handling of each transaction that is pending in a given agent queue based on global parameters of an agent queue profile, each of the plurality of agent queues corresponding to an instance of the agent queue profile that is assigned to the given agent of a plurality of agents within the contact center, wherein a change to a given global parameter of a set of global parameters of the agent queue profile is propagated to each of the plurality of agent queues; and enabling automatic login to the selected agent queue in response to the given agent logging into a distribution group to which the given agent of the plurality of agents belongs and that is separate from the selected agent queue, wherein another plurality of agents belongs to the distribution group and only the given agent belongs to the selected agent queue.

21. The method of claim 20 , further comprising redirecting routing of a DID call, corresponding to an intelligent routing number for the given agent of the plurality of agents, to the selected agent queue based on DID data that is part of the agent queue profile for the given agent, information relating to each DID call that is routed to the selected agent queue being stored as log data in memory.